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Our Key Performance Indicators

KPI

Operations

How is it measured?

Punctuality – ‘Ready to Go’

What does this mean and why is it key to our strategy?

Running a robust operation is key to both meeting our customers’ expectations and to creating a cost-effective business. We monitor our operational performance via a broad range of measures at a variety of levels. Departure punctuality is our primary operational performance measure, requires other operational processes to run smoothly and is a key factor in whether customers would recommend British Airways to other travellers. ‘Ready to Go’ measures how many of our flights are prepared for departure at three minutes before the scheduled or planned departure time and focuses on the aspects of the departure process within our control.

Achievements in 2008/09

The move to Terminal 5 has delivered record-breaking levels of operational performance. Terminal 5 Ready to Go performance for 2008/09 averaged 46 per cent with a record high in March 2009 of 64 per cent. As good performance at Heathrow drives good performance across the network, we delivered our highest ever network-wide Ready to Go performance of 53 per cent. This translated into record levels of flights departing on time and within 15 minutes, as well as record levels of customer satisfaction with punctuality, as recorded by our GPM survey.

Performance over time

KPI operations

KPI

Colleagues

How is it measured?

Colleague involvement

What does this mean and why is it key to our strategy?

Progressive, high-performing organisations are increasingly recognising that engaged employees are more committed to organisational goals and values and more willing to embrace change and improve customer service. For three years we have tracked opinions via an all-employee confidential Speak Up! survey, conducted and hosted by the independent research organisation, Ipsos MORI to measure our colleague involvement. Last year we indicated we would review our headline measure in this area. We have now defined an Employee Engagement Index, based on a basket of more detailed measures from the Speak Up! surveys, and have built employee responses into the way we measure and manage individual performance.

Achievements in 2008/09

The autumn Speak Up! survey saw scores for pride, service and product advocacy, and satisfaction with basic conditions all improve significantly. This is a reflection of the improved operational performance over the summer and the impacts of moving to Terminal 5.

Performance over time

KPI colleagues

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